Role Summary

We are a modern travel company specialising in adventure holidays and small group guided tours worldwide. We combine market-leading technology with exceptional people to deliver inspiring, seamless customer journeys.

This role sits at the heart of the business — owning the full customer lifecycle from first enquiry through to departure. You will be responsible for converting customer enquiries into bookings, then managing and supporting those customers pre-departure, ensuring every trip is perfectly prepared and every customer feels confident, excited, and looked after.

This is a hybrid sales + service role, ideal for someone who thrives on both closing deals and delivering outstanding customer experience.

This role reports into the Travel Experience Team Lead.

Core Objectives

● Convert inbound enquiries into bookings at a high rate

● Ensure Trade bookings are fully processed

● Deliver market-leading service throughout the journey

● Ensure every customer is fully prepared and ready to travel

● Maximise revenue through upsells and repeat business

● Take full ownership of your customers from enquiry to departure

Key Responsibilities

1. Sales & Conversion

● Manage inbound enquiries across phone, email, chat and CRM (across direct customers

and trade enquiries)

● Convert enquiries into bookings using strong consultative sales techniques

● Follow up leads proactively to maximise conversion

● Maintain accurate records in CRM / mid-office systems

● Cross-sell and upsell (flights, accommodation, transfers, extras)

2. Customer Experience & Pre-Departure Service

● Act as the main point of contact for customers after booking

● Handle all pre-departure queries efficiently and professionally

● Ensure all booking elements are completed:

○ Traveller details

○ Payments & balance collection

○ Documentation & vouchers

○ Final joining instructions

● Manage amendments, changes and operator communications

3. Revenue Growth & Commercial Focus

● Maximise ancillary revenue through proactive customer contact

● Recommend relevant upgrades and additional products

● Drive repeat bookings and referrals through exceptional service

● Use preferred partners and suppliers where appropriate

4. Systems, Process & Organisation

● Use CRM and communication tools to manage pipeline and customers

● Maintain clear, accurate and up-to-date booking records

● Ensure all tasks and workflows are completed on time

● Identify opportunities to improve processes and customer journey

● Work collaboratively with sales, service, and operations teams

5. Customer Communication Excellence

● Deliver fast, clear and engaging communication

● Manage expectations and resolve issues proactively

● Provide a seamless omnichannel experience (phone, email, chat)

● Build trust and long-term relationships with customers

Who We’re Looking For

Mindset

● Takes full ownership of customers and results

● Highly organised and able to manage multiple bookings at once

● Commercially aware with a focus on revenue and efficiency

● Calm under pressure and solution-oriented

● Strong team player with excellent communication

Skills & Experience

● Minimum 2 years’ experience in travel sales, customer service, or similar

● Proven ability to convert enquiries into bookings

● Experience managing customers post-sale / pre-departure

● Comfortable using CRM systems and communication tools

● Strong written and verbal communication skills

● Organised with high attention to detail

Key Performance Indicators (KPIs)

● Conversion rate (%)

● Revenue per booking

● Ancillary revenue per customer

● Customer satisfaction / NPS

● Booking accuracy and completion rates

● Response times to enquiries and customer queries

Package

● Minimum base salary of £30k

● Eligibility to the commission scheme (expected OTE £35k - £45k)

● Office based 3 days per week

● 25 days holiday plus bank holidays

● Eligibility for application to FAM trips

● Discounts available on trips

● 10% discount for friends and family

● 1 months' notice period

Location

UK-based or remote (with travel to London on occasion).

Some overseas travel required for partner visits and product development.

About the Role

We’re looking for an experienced Product & Partnerships Manager to own the end-to-end development and management of our travel products across The Adventure People and The Holiday People.

This role is responsible for sourcing and managing overseas DMC and ground partners, building and pricing trips, contracting suppliers, ensuring high-quality content and systems accuracy, and working closely with Sales and Marketing to make sure our products sell brilliantly and deliver exceptional customer experiences.

You will be the internal expert on our destinations and partners – balancing commercial performance, operational quality, and strong long-term relationships with local teams on the ground.

Key Responsibilities

Product Development & Portfolio Management

● Identify, evaluate and onboard new destination management companies (DMCs) and local partners

● Design, build and continuously improve guided tours, small group trips, and tailor-made itineraries

● Ensure products are differentiated, competitive, and aligned with brand positioning

● Set departure dates, capacities and seasonal availability in collaboration with partners

● Review competitor offerings and industry trends to identify gaps and opportunities

Contracting & Commercial Management

● Lead supplier contracting, rate negotiations and commercial terms

● Own trip pricing, margin management and cost control

● Work closely with Finance on payment terms, supplier queries and pricing accuracy

● Monitor product performance and recommend improvements or changes

Partner Relationship Management

● Act as the primary point of contact for international DMCs and hosts

● Build strong, long-term partnerships focused on quality, reliability and mutual growth

● Review supplier performance, customer feedback and operational issues

● Support partners in improving self-sufficiency, systems usage and operational standards

Systems, Content & Product Loading

● Own the end-to-end loading of trips into internal systems and websites

● Ensure all itineraries, inclusions, exclusions and operational details are accurate and up to date

● Oversee product copy and work with Marketing on destination and trip content

● Ensure documentation, websites and sales tools are always aligned and correct

Sales Enablement & Training

● Act as product expert for Sales teams across both brands

● Deliver product training, updates and destination briefings

● Support Sales with complex itinerary builds and product queries

● Feed sales insights back into product development and refinement

Marketing & Promotion Support

● Collaborate with Marketing on trip launches, campaigns and promotional activity

● Provide product insight for blogs, email campaigns and trade communications

● Support fam trips, partner storytelling and content gathering where relevant

Quality, Safety & Customer Experience

● Contribute to safety reviews, risk assessments and quality assurance processes

● Work with Customer Experience teams on feedback, complaints and service improvements

● Identify recurring issues and drive systemic improvements

About You

Essential

● 3+ years’ experience in travel product management, operations or contracting

● Strong understanding of DMC-led product and ground operations

● Proven commercial experience including pricing, margin management and negotiation

● Highly organised with exceptional attention to detail

● Confident communicator with suppliers, internal teams and senior stakeholders

● Comfortable managing multiple destinations and priorities at once

● Able to work independently in a fast-moving, entrepreneurial environment

Desirable

● Experience across adventure travel, experiential travel or tailor-made holidays

● Knowledge of long-haul destinations

● Experience working with remote or international supplier networks

● Foreign language skills

● Familiarity with travel booking systems or CMS platforms

If you're interested please email your CV and a cover letter to hello@theadventurepeople.com